Crain News Service report
DETROIT (March 20, 2013) — Want to know what the competition's doing to pull in more auto service tickets?
Take a look at the operation of auto dealer Don Forman, who says providing a quick oil change is his most important service-retention tool.
The owner of United Nissan in Las Vegas pushed the dealership's technicians to provide an oil change and car wash within 25 minutes. That paved the way to a 23-percent increase in customer-pay repair orders last year.
Now Mr. Forman is boosting that number by refining service-drive strategies—complete with bonuses for staffers who sell timely products. In the showroom, he even built a dumbwaiter to speed the selling process and is literally rolling out the red carpet for buyers with assistance from "masters at customer service."
Automotive News' online TV report digs in to Mr. Forman's service bay success. To view the video, click here.
Automotive News is a Detroit-based sister publication of Tire Business.